COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENTAPPLICATION STRATEGYDidier Usé
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENTREALIZING THE POTENTIAL OF A CONNECTED WORLD
Ben VerwaayenChief Executive Officer
BROADBAND EVERYWHERE is speeding up life and business. It takes NO TIME to go from having a NEW IDEA, to TOUCHING PEOPLE’S LIVES. We must innovate – and HELP OUR CUSTOMERS INNOVATE – at the speed of ideas.
“
• Headquarters: Paris, France• Annual revenues: approx. €15.3
billion• Employees: approx. 76,062• More than 130 countries
FASTFACTS
• R&D budget: €2.4 billion• Active patents held: 29,133• Patents awarded in 2011:
2,655• Nobel Prizes won: 7
“
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
WHICH LIST STARTS WITH ALCATEL-LUCENT AND ENDS WITH ZYNGA?
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
GLOBAL REACH% OF 2011 REVENUESN. AMERICA: ~38% EUROPE: ~30% ASIA PACIFIC: ~17% REST OF WORLD: ~15%
more than 130 countries
WORLDWIDEPRESENCE
more than 100
EMPLOYEENATIONALITIES
Canada UKFrance
AustraliaBrazil
Research Centers
Product and SolutionDevelopment Centers
IP Transformation Centers
Executive Briefing Centers
USA
BelgiumIreland
GermanyNetherlandsItalySpain
IsraelTurkey
RussiaPolandRomania
Slovakia
ChinaSouth Korea
TaiwanIndia
Singapore
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
INDUSTRY MARKET TRENDS: SIX MAJOR DRIVERSWHERE IS DEMAND COMING FROM? 2. IS IT WIRELESS?1. IS IT BROADBAND?
4. IS IT DEVICES?
3. IS IT CONTENT/APPS?
5. IS IT VIDEO? 6. IS IT CLOUD?Applications downloads
2009
2.7 Billion
41.7 Billion
2015
Internet video share of consumer Internet traffic
2010
62%
2015
1 Billion(SMARTPHONE
SALES)
2009 2015
Smartphones2009
$7 Billion
$177 Billion
2015
Public cloud revenue
Mobile connections2009 2015
Fixed broadband connections
2009 2015
4.6 Billion
7.8 Billion
435 Million
691 Million
2011
532 Million
2009
18 Billion
2011
6 Billion
2012
50%
2011
428 Million(SMARTPHONE
SALES)180 Million(SMARTPHONE
SALES)
$89.4 Billion
2011
40 %
90% forecast to be the sum of all forms of video traffic by end 2015 (TV, video on demand [VoD], Internet, and P2P)
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
CUSTOMERSWE SERVE
A leader in mobile, fixed, IP and optics technologies, and a pioneer in applications and services, we offer complete solutions that help service providers and their customers realize the potential of a connected world.
We provide end-to-end turnkey communications integration that improve quality of life through better energy management, efficient transportation and improved government services.
We help our enterprise and government customers worldwide interconnect their networks, people, processes and knowledge to make money and save money.
SERVICEPROVIDERS
STRATEGICINDUSTRIES ENTERPRISES
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HIGH LEVERAGE NETWORK™ (HLN)
9COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
Quality
Care Value Customer Satisfactio
n
MANAGEMENTSimplify customer interactions to improve profitability
ANALYTICSUse customer insights to improve business performance
OPTIMIZATIONCreate an experience
that positively influences usage behavior towards states of higher profitability
CONSULTINGDevelop a prioritized actionable plan to improve the customer experience
Awareness Interact Agree/Get Consume Suppor
tPay Rewar
dLeave
Quality Care Value Customer Satisfaction
THE CXS GOAL
DESIGN AND DELIVER A MARKET-LEADING CUSTOMER EXPERIENCE
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ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
ALU is priming End2End Solutions, integrating
CUSTOMER MANAGEMENT: SIMPLIFY CUSTOMER INTERACTIONS TO IMPROVE PROFITABILITY
TOUCHPOINTS
SERVICE FUNCTION
CHANNELMODEL
Customer Interaction:Instant business impact. Strong Technical Constraints.
How does Genesys fits in the picture
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Customer Experience Management for MobileImprove call resolution, decrease handling time for mobile consumers
Customer Service Console Devices Services Network
Visibility &troubleshooting
Data Integration and Service OrchestrationSMP
Genesys Voice PlatformInteractive Voice HandlingProcess integrated in Care flow
Identify
WDS Device Capabilities
KB
Diagnose
WirelessNetwork
Guardian
MobileDevice
Mgr
Remedy
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
• Motive Products Automate the FiOS HSI Self-Help Process 1.4M Verizon customers have already downloaded Motive self-help tools 96K new downloads of the Motive Connection Wizard each month 500K troubleshooting transactions handled each month Verizon customers using Motive are 8x less likely to call for help
• Powers Verizon’s Quick Support PC Health Check Over 2.3M user sessions monthly
• Remote Device Management Managing and supporting over 12M devices (RG’s, STB’s, LTE Mobile devices) Activation of all devices on Verizon’s 4G LTE network
MOTIVE AT VERIZON
MOTIVE CUSTOMERS150+ Leading Service Providers Worldwide
TELUS
Aliant
Bell Canada
Telefónica Brasil
ARCORHanseNetPT LuxemborgSunriseTeracom
Swisscom
SingTelGlobe Telecom
SoftbankBBSoftbank Mobile
Telecom New ZealandVodafone - New Zealand
France TelecomSFRBouyges TelecomT-Online FranceMonaco TelecomScarlet
Telefonica 02 - Czech RepTelekomunikacja Polska SAISKON
MobistarScarlet
KPNOrange NLOnline NederlandZiggo
Telecom ItaliaTELE2TiscaliVodafone - ItalyWindWind HellasSuper OnlineTurk Telecom
Telefónica Perú
BSkyBBT02 - UKVodafone – UKVodafone - Ireland
Bharti AitelBSNLMTNL
CYTAForthNetNetOneMetronetVodafone – GreeceTTNETTellcomKoc.net
Telefónica ArgentinaTelecom Argentina
Saudi TelecomJordan TelecomLINKdotNETTelecom EgyptCote D'Ivoire TelecomTunise TelecomTE DataQ Tel QatarDu
Telefónica Chile
Telefónica Colombia
TelstraOptusPrimus
China MobileCT- HubeiCT - SichuanCT - XizangCT- ZhejiangCU- Shanxi ChungwaTOT VietcoVNPT
Iceland Telecom
Vodafone – SpainTelefonica - Spain
CentertelecomFar Eastern TelecommunicationsSibirtelecom Southern TelecommunicationsVolgaTelecom MGTS
TDSVerizonVerizon WirelessWindstreamHawaiian Telecom
AT&TCenturyLinkFrontierTime Warner Cable
Portugal TelecomVodafone – PortugalZON
Telecom SolveniaRom TelecomT-Magyar TelekomT-Hrvatski Telekom
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION
LEVERAGE YOURNETWORK
• Address the data explosion
• Deliver service innovation
at speed• Transform and simplify
your network
PROVIDE BROADBANDEVERYWHERE
• Deliver wireless all around• Enable open access for all• Bridge the fixed and
mobile worlds
CAPTIVATE YOURCUSTOMERS
• Pioneer new media, new content, new applications
• Manage the real-time end customer experience
NETWORKEVOLUTION
UNIVERSALACCESS
APPLICATION ENABLEMENT
OPERATIONALTRANSFORMATIONTRANSFORM YOUROPERATIONS
• Optimize costs• Increase focus on
superior QoE and growth drivers
• Mitigate transformation complexity and risk… It all started with IN Services
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Alcatel-Lucent’s NGN IP Contact center in CALA region The Customer
Serving 11 millions landlines, 1 million mobile, 1 million ADSL 33% of the country, 9 different states
Challenges Highly competitive market Rapid subscriber growth New telecom regulations for customer service levels
Alcatel-Lucent solution Innovative network NGN/IP contact center (SIP based) and voice self-
service solutions to consolidate six sites; umbrella system for regional Avaya switches for smooth replacement.
• « Alcatel-Lucent delivered a turnkey, network IP contact center solution that helped us consolidate, centralize and virtualize our operations, enabling us to reduce call times, increase agent productivity and balance calls between our various sites »
Genesys and ALU IMS
• Genesys has a standards-based IMS implementation• Development and QA Validation is performed against Alcatel-Lucent IMS Core
• Each Customer has its own requirements for Call flow, Security, Charging, Controls, etc … leading to various implementation scenario: Genesys SIP Server as Application Server
Genesys based Customer Service presented as External Entity
Genesys based Customer Service as Enterprise Service through SIP Trunk
5100 CMS
1357 ULIS
7510 MG
7510MG
BroadbandAccess Network
Let’s now study the detailed call flowGenesys in IMS 7.7/9.0/ICS2.0 - Network Architecture
DNS/ENUM
C-BGF
PC w/webaccess+ soft client
SIP GmDiam e2
Diam Rq H.248Ia
Diam GqSPDF
A-RACF5750SSC
5450IRC
5450 ISC
5420 CTS
SIP Mg
SIP Mj
SIP Mx
5020 MGC-85025 VSG
751x MG
FWFortiGate
H.248
SIP
SS7 A-Link
H.248M2UA
IUA
SIP
SS7F-Link
MGW
5900 MRF
IRI,target admin
8650 SDM1440 USDS
DiamCx/Dx
MRFC/PSIP Mr
SLF/HSS
SIPMa
DiamSh
VitalQIP
Genesys5420 PCM
IMT PSTN
IBCF/SPDF
ManagementConsole
signaling media
E-CSCF
TAS VMS
I-CSCF
MediaServer
Web Portal
SIP phone Genesys Agentsas IMS Users
CLF
P-CSCFSecGW BGCF MGCF
peer IPNetwork
IBGFLI
S-CSCF
SIP Isc LIG LEA
Access Border Control
FEPH
DHCPDNS
Genesys asIMS App Server
Framework, URS, Stat Server, etc
MediaServer
SIPServer
SIPServer
T-Lib Connection
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Alcatel-Lucent’s IMSALU helps Belgacom DIS prepare for the futureChallenges
Hardware based directory assistance, limited to assisting with phone number enquiries; switching equipment reaching end of life.
Alcatel-Lucent solution a software solution that will provide advanced new features along with a
more flexible and cost effective means of supplying the service. The solution software will reside in Belgacom’s data centers. Alcatel-Lucent’s Internet Protocol Multimedia Subsystem (IMS) – which is already in use by Belgacom - will provide access to the data centers through the cloud. With the new system Alcatel-Lucent is providing a richer set of services, built upon the foundation of IP architecture from Genesys for the management of both customer service software and IMS. Alcatel-Lucent’s Services business is integrating all aspects of the solution along with the Soleo software designed specifically for directory information access already deployed in DIS network.
«What traditionally was known as a basic service assisting on phone number enquiries (1207, 1307, 1407) will considerably change in the future. By using the latest trends of social media and chat, we considerably enhance the user experience. The new Alcatel-Lucent platform will allow us to evolve towards an interactive multimedia service, which will bring new experiences to the Belgian telecom users »
Olivier Mabille, head of Directory Information Services of Belgacom
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
WE OFFER OUR CLIENTS
• Packaged, repeatable INDUSTRIALIZED SOLUTIONS built for the most complex network renovation, monetization and consolidation challenges.
• Proven SOFTWARE-ENABLED delivery techniques that ensure quality and reduce time to market.
• Advanced agile methods that allows us to CO-CREATE with the Client the solution that meets their specific needs.
THE ALCATEL-LUCENT PROFESSIONAL SERVICES DIFFERENCE
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ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
THE DEPTH OF OUR EXPERIENCE
THE BREADTH OF OUR EXPERIENCE
THE UNIQUENESS OF OUR EXPERTISE
180M+ 110M+ 90M 70M
175+ TIM
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
A Genesys Global Partner
Alcatel-Lucent Services, our Genesys deploymentsTHE Telco Solution ProviderMULTIVENDOR environment
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ZON SIP Architecture and Main Features
Configuration System
Management System
Media System
Routing System
Services System
IVR System
Reporting System
Siebel Connector
Outbound System
Multimedia System
Genesys Suite
NICE LOQUENDO
SIP Phone
Phone Bar
NICE
Supervisor Desktop
C3TWallboard
CCPulse
Call Center
Reporting Recording Routing
Hyperion
LDAP
Tibco SOA
Siebel
IVR Failures
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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HARNESSING THE NETWORK
AS A BUSINESS PLATFORM
TRANSFORMING THE
NETWORK
Conclusion: taking the right decision @ the right time AGILITY: THE OPERATOR'S GREATEST STRATEGIC CHALLENGE
Carrier Cloud
ApplicationsMedia
Video
New Conversation Experience
Connected Customer
Experience
• Applications life cycle can sometimes be very short• Many will never gain Customer’s attention (understand willingness to pay for it)• Service Providers more than ever, have to remain Agile on all fronts.• Alcatel-Lucent has developed a complete process to assist YOU !
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALU Contact Center Competence Centers :Global Expertise and Local Presence
UK / NORDICS
FRANCE
SPAIN/PORTUGAL
GERMANY
ITALY
RUSSIA
CHINA
AUSTRALIA
MEXICO
BRAZIL
ROMANIA
ENGINEERING
PRESALES
(including 25% low/mid Cost)+ 100 High Qualified People in Area of Contact Center
IPTC Demo Center
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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ALCATEL-LUCENT PROFESSIONAL SERVICESYOUR TRANSFORMATION & INNOVATION PARTNER
TRANSFORMING THE NETWORK
HARNESSING THE NETWORK AS A BUSINESS PLATFORM
NEXT GEN. FIXED• Solutions for the transition to
converged IP/Optical backbone, backhaul, edge and core networks.
• Solutions to consolidate legacy PSTN assets.
OSS/IT• Service Performance
management, assurance and fulfillment.
CLOUD• Solutions to build the cloud - IaaS• Enabling virtual network elements
on the cloud - virtual Telco• Applications integration for cloud
providers - SaaS
CUSTOMER EXPERIENCE
• Subscriber Self Service, call center, device management, Customer Analytics.
ADVANCEDCOMM
• Voice Network Evolution to IMS and social communication and next gen. Messaging.
PAYMENT, CHARGING AND BILLING
• Smart Charging, revenue Assurance, and Payment Transformation.
APPLICATION ENABLEMENT
• Customer API creation enabling new services, business models, and analytics.
MOBILE COMMERCE
• Deployment Services for Optism and Digital Media Store.
NEXT GEN. WIRELESS • Solutions to support
Broadband RAN (LTE, lightRadio, data offload, small cells) for homogeneous and HetNet deployments.
CONSULTING AND CO-CREATION WITH CLIENTS FOR FASTER INNOVATION & SERVICES.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
• 29,133 active patents • Collaboration with >250
universities worldwide• Multiple Open Innovation Initiatives
PRESENCE IN 8 COUNTRIES• Belgium• China• France• Germany
LIFE-CHANGING TECHNOLOGIES• DSL• PON• WiMAX• WDM• The transistor
MARKETIMPACT
GLOBALREACH
A HERITAGEOF INNOVATION
DEFINING THE FOREFRONTOF THE INDUSTRY2011 BREAKTHROUGHS
• lightRadioTM • FP3 Chip• VDSL2 Vectoring• Cloudband• 100G XR (eXtended Reach) Optical
• India• Ireland• South Korea• United States
• Digital signal processing
• CCD• Communications
satellites• The laser• Cellular telephony
BELL LABSINNOVATING AT THE SPEED OF IDEAS
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE NETWORK™ ENABLES APPLICATION REVENUE
• Enable an unrivalled customer experience
• Ground–breaking applications and personalized services
• Re-alignment of application development structures and processes
• Fuel innovation and create powerful new ecosystems
APPLICATIONENABLEMENT
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
VALUE OF SUCCESS
WHAT’S THE VALUE?
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION
LEVERAGE YOURNETWORK
• Address the data explosion
• Deliver service innovation
at speed• Transform and simplify
your network
PROVIDE BROADBANDEVERYWHERE
• Deliver wireless all around• Enable open access for all• Bridge the fixed and
mobile worlds
CAPTIVATE YOURCUSTOMERS
• Pioneer new media, new content, new applications
• Manage the real-time end customer experience
NETWORKEVOLUTION
UNIVERSALACCESS
APPLICATION ENABLEMENT
OPERATIONALTRANSFORMATIONTRANSFORM YOUROPERATIONS
• Optimize costs• Increase focus on
superior QoE and growth drivers
• Mitigate transformation complexity and risk